We commit to clear, measurable availability targets — and we put credits behind them. Because we run our own network, our own hardware and a 24/7 NOC, we separate what we control at the network layer from what depends on a single virtual machine, and we guarantee each honestly.
Reachability of our network (AS212147) — redundant routers and switches, multi-homed upstreams and IX peering. Target ≈ 2.2 min of network downtime per month.
Availability of your individual virtual server (power and host reachability). Target ≈ 4.4 min of VM downtime per month, excluding scheduled maintenance.
If we miss a target in a given month, you receive a credit as a percentage of that month's fee for the affected service. Credits are applied to your account toward future invoices.
| Monthly uptime achieved | Service credit |
|---|---|
| Below target, but ≥ 99.0% | 10% of monthly fee |
| Below 99.0%, but ≥ 95.0% | 25% of monthly fee |
| Below 95.0% | 50% of monthly fee |
Maximum total credit in any single month is 50% of that month's fee for the affected service.
The SLA does not apply to downtime caused by:
Open a ticket to the Billing department within 7 days of the incident, titled "SLA Credit", including the affected service and the approximate time window. We verify against our monitoring and apply the credit to your account.
Questions about scope or measurement? Contact us — a human will answer.
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